The Contact Center of the Future is Here
A critical shift in the way your contact center engages with customers and your workforce is already underway. Are you ready?
Balancing Cost and CX in Contact Centers
Contact center leaders are racing to keep costs down while still providing superior customer service. In today’s call centers, this task is tougher than ever.
So, what should you do to deliver a great customer experience (CX) and get a leg up on the competition? Organizations that come out on top are adopting these two best practices: Moving beyond traditional workforce optimization (WFO) and adding automation.
Beyond Workforce Optimization (WFO)
Workforce Optimization helps you increase productivity and improve customer experience by optimizing agent staffing, coaching and performance. However, to stay ahead in today’s competitive landscape, workforce optimization alone simply isn’t enough.
Leading brands are retaining their top agents by providing flexibility and a satisfying work-life balance. They meet the needs of the new generation of employee by leveraging modern technology and experiences.
The Path Forward:
Workforce Engagement is the next step in the evolution of workforce optimization. Workforce Engagement combines the solutions to optimize staffing, coaching and performance with real-time tools to optimize engagements across channels in the cloud.
Embrace Automation in the Contact Center
Automation takes the pressure off businesses, which are rapidly reaching the breaking point. With automation, you can offload manual, repetitive tasks so your employees can focus on work that matters.
You can leverage automation to handle the increasing volume of customer interactions without increasing headcount. Winners automate. For example:
- Agents and bots are now working together to make it easier for customers to self-serve and make human agents more efficient and knowledgeable.
- Further, by automating the entire quality management process, from scoring calls to assigning coaching sessions, organizations can quickly see and resolve skill gaps and compliance issues.
- A hybrid workforce has emerged, with robots and humans working together.
Organizations who take advantage of these automation capabilities will win the race for customer loyalty.